2.17.2012

in which i call rogers to check on my disconnect order



Further to the saga of dumping Rogers, this morning I ordered internet service through TekSavvy. (I had already called for information on how to switch and called Rogers to cancel my service.)

The customer service rep was friendly, knowledgeable, and helpful. I wasn't 100% certain of my disconnect date with Rogers, so after I hung up with TekSavvy, I called Rogers, just to double-check. Ever since cancelling Rogers, we've been inundated with calls, paper mail, and email offering us deep discounts to return. I expected more of the same, but I didn't expect this.

LK: I recently cancelled my Rogers services. I already have a disconnect order, and I need to check on the date of the disconnect. Are you able to help me with that?

Rogers: Why are you leaving Rogers? Are you unhappy with the service?

LK: I appreciate your asking, but I am cancelling my service, and I'd prefer not to discuss it. Could you please check the date of my disconnect order? I believe it is March 6.

Rogers: May I just check on a few details of your account?

LK: Yes, of course.

Rogers: Your address is 35 Elmwood Avenue, Mississauga?

We last lived on Elmwood Avenue on January 1, 2007. Our address on Elmwood Avenue was number 25.

LK: No, that is not my address.

Rogers: And your email address is bobby@dhl.com?

LK: No. I don't know what that email address is. Could you please confirm the date of my disconnect order?

Rogers: May I ask why you are leaving Rogers?

LK: I'd really rather not go into it, as I am definitely leaving. Could you please confirm the date my service will be disconnected? I believe it is March 6.

Rogers: You have until March 11 to return your Rogers equipment.

LK: Yes, I know that. I was told that service would be disconnected on a certain date - I believe it's March 6 - and then I have until March 11 to return the equipment. I'm trying to confirm the date of service disconnection.

Rogers: That would be March 11.

LK: Are you sure of that?

Rogers: Yes. You unplug all the equipment and that's when your service ends.

LK: My service ends the day I unplug the equipment? I was originally told that service would be disconnected on one day, then there was a five-day grace period to return the equipment. Could you please confirm the date of the actual service disconnection?

Rogers: Could you hold a moment please?

Hold.

Rogers: Hello, thank you for holding. Your disconnect date is March 6. You have until March 11 to return the Rogers equipment. Is there anything else I can help you with today?



10 comments:

johngoldfine said...

I know you're not naive, Laura--so I know you know you haven't heard the last of the Rogers' folk.

:(

laura k said...

Ah yes, right you are. What will happen next...?? Stay tuned! :)

Amy said...

I laughed so hard---I cried! We have all been there. What are the chances your service won't be cut off before March 6?

laura k said...

What are the chances your service won't be cut off before March 6?

Or else we return the equipment, and then they claim they never received it and demand its return?

Glad I made you laugh. :)

johngoldfine said...

http://www.johnrogers.info/John_Rogers_Groups/John_Rogers32.html

I'd retitle this Rogers Group piece: 'Alan and Laura Trapped in the Toils'

Kim_in_TO said...

Love the #headdesk image! I think most of us have been there.

johngoldfine said...

http://www.johnrogers.info/John_Rogers_Groups/John_Rogers32.html

That's the rest of the address....

allan said...

Re this conversation:

Not that we needed another reason to get rid of Rogers ....

juna said...

Are you sure you're not dealing with Time Warner in Manhattan? (Love the visuals, too.)

laura k said...

I'll say this for Rogers. Time Warner Cable was 1,000 times worse.